Deborah A.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Deborah O. is a knowledgeable and dedicated customer service professional with significant experience as a Personal Assistant and Executive Assistant. Her tenure at Informatics Marketing and Research in Nairobi included managing executive schedules, coordinating meetings, and maintaining communication with stakeholders, which streamlined administrative duties and increased office efficiency by 60%. At CCI Kenya, she demonstrated expertise as a Call Center Agent, focusing on customer satisfaction while promoting new market offerings. As the Customer Experience Lead at East African Gasoil LTD, she managed customer inquiries across multiple regions and conducted customer service training. Her tenure at Toyota Kenya Academy strengthened her background in customer interaction and database management, embodying the organization's commitment to improved service delivery through the Kaizen spirit. CRM, SAP, and data processing are key hard skills she leverages to optimize processes and enhance client relations.
Experience
EXECUTIVE ASSISTANT/ADMIN
Informatics Marketing and Research · 2024 — 2026Managed executive schedules on a daily basis, coordinated meetings, and handled communications with both internal and external stakeholders. Prepared presentations and sales reports for staff meetings while maintaining confidential documents and organizing digital filing systems. Provided support to HR and finance departments with procurement coordination and vendor listings, ensuring effective communication and smooth task execution across departments.CALL CENTER AGENT
CCI KENYA · 2022 — 2024Interacted with a large volume of customers daily, maintaining a positive demeanor focused on customer satisfaction. Utilized memorized scripts to facilitate smooth conversations with potential customers, while delivering exceptional service grounded in extensive product and service knowledge. Followed company policies and scripts to meet call-time and quality standards, and made sales during inbound calls to promote new phones and internet services.CUSTOMER EXPERIENCE LEAD
East African Gasoil LTD · 2021 — 2022Responded to customer inquiries and complaints by providing suitable solutions and following up to ensure resolution. Managed the company meeting calendar and travel arrangements for executives and staff, coordinated airfare, hotel, and transportation logistics. Documented minutes and managed information flow between executives and staff, while leveraging telephone, online chat, and email to deliver outstanding customer service. Created business correspondence and presentations, conducted customer service trainings, and facilitated Quarterly Customer Service Surveys to improve service delivery.CUSTOMER SERVICE SPECIALIST
Toyota Kenya Academy and Foundation · 2019 — 2020Collected correspondence from both internal and external customers, addressing their inquiries and complaints related to the business. Managed logistics for executive meetings and various trainings and took responsibility for sorting and distributing office mail. Enhanced service delivery by developing a thorough database that documented past, present, and future CSR activities, while embracing the Kaizen spirit to improve service quality. Provided coaching to new employees on administrative processes and coordinated bookkeeping activities using QuickBooks and Lawson.ADMINISTRATIVE ASSISTANT - INTERIM
Toyota Kenya LTD-Head Office · 2019 — 2019Built strong relationships with customers, which provided opportunities for additional business. Managed incoming calls and emails to assess customer needs effectively, scheduling appointments for up to 10 account managers involved in business travel. Executed data entry tasks, maintained records, and resolved issues for over 100 customer service personnel, contributing to improved customer satisfaction through conflict resolution and problem-solving skills.
Skills & Expertise
Education
- Bachelor of Arts (Psychology)Maseno University · 2017 — 2021
- High SchoolNembu Girls’ High School · — — 2016
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